Plaza Premium Group Reviews 59

I rarely give feedback however I have come off a business class flight from Delhi and had the unfortunate experience of being greeted by your front desk at terminal 2 plaza premium lounge 3rd September 2023 1740 hours.

I asked for her name however she refused to give me her name. I have a four hour connection and I have Lounge passes to use and am also happy to pay any extra time required however I have enough passes I should not need to do this. I was greeted with hostility and confrontation and I am not used to this level of service from what I have paid for, I was made to stand to the side as others were welcomed and only when I asked to speak to a manager was I allowed to enter.

I work in the industry and up until now I have been recommending your services to our clients, however I will do this no longer and I will promote your competitors lounges as much as possible.

Your member of staff was rude and not helpful and my experience would prompt me to unfortunately leave a one star review in trustpilot which is a shame as all other members of staff were welcoming and hard working.

If by any chance you wish me to remove my review I welcome any contact to explain the service I experienced

Rubbish doorman.
Rude.
08.30 24 aug.
Kept saying HSBC card was unacceptable though it was valid a month prior.
As this was a new card it needed to be fed in as opposed to contact or swipe.
The rude guy wouldn't do it, or give me a complaint number for Plaza or his name.

Rubbish company.
(And the foods nothing to shout about.)

Why didn't he suggest cash?

Here now in Orlando airport terminal C, there is 7 of us and pre booked. Came in during our 3 hour slot and can’t even sit down as there are no seats!!!! Not worth the money, don’t book it

Word of warning - if you’re seeking a lounge with good customer service, food and beverage don’t use London Gatwick plaza premium lounge. Whilst they admitted fault, they refused to provide a refund. We were charged more hours than the lounge was open, the food was removed 45min prior to lounge closure and the bar 30mins. Customer service has been appalling!

My advice- you will get better service at the Weatherspoons

Absolutely HORRENDOUS company, despite using for quite few years and being loyal customer they now want to charge usd10 for admin refund AND tell me it takes 6 weeks to be approved then more time to wait for credit — will never use again — had never had an issue with them before but this really takes the unmentionable….

Do not book this lounge at Gatwick! It was filthy and the food looked like it had been sat out for hours. We left after 5 minutes and went to Wagamama's as this was just awful. I have since complained and requested a refund. Guess what, a month has passed and they are still looking into. Don't waste your money, this is not a lounge. It is possibly the last place you want to be pre-flight.

Deeply disappointed, it’s nothing like a business lounge, just basic food and tables , a poor selection of alcohol, no cloakrooms, no toilets , no showers , no reclining chairs. WiFi is password less and thus unacceptable poor security. This is a grim basic loung barely better than waiting at the gate.

Shame on Vietnam Airlines for using this as their T4 lounge

Had an awful experience with this lounge when flying out on Christmas eve.
Waited in a queue for 20 mins even though we had booked. Staff had no clue what they were doing, and the place was totally overcrowded.
Would advise to never use this service.

We were catching a very early flight from London Heathrow Terminal 5 on 19th Nov, so booked this Lounge. Paperwork indicated the Lounge opened at 05:00 and alongside up to 15 other customers we waited.
At 05:15 I checked the website to discover the Lounge was being posted as an 05:30 opening :(
It actually opened at 05:35 when only 50% of the hot food was actually available to select. It took another 8 minutes or so for the full range to be ready. Several of the sausages though were so overcooked, they were solid and inedible.
The 'lack of customer service' team, have been approached, and the first response, ( having already been given the booking REF) was to ask for me to produce a .pdf of the paperwork they sent me, and already have on their system !
They were told instead to trace the disconnect between their backoffice paperwork and website themselves; and advise why we were all mislead about opening times ?
... I'm still waiting :(

I can't in all good faith advise these people will now be my first choice for lounges. I'm a type 2 diabetic, so to find the Lounge wasn't open to get food when I had planned to eat made for a stressful situation.

Update - the Company did finally get back to me, and in not so many words, there was indeed a disconnect between the Web site and franchisee paperwork stated times. I understand that is being addressed. However the lounge IS now confirmed to open 30 minutes later than the BA lounges.

Tried to visit Hong Kong and London Heathrow lounges this summer whilst doing some travel over the course of a few weeks. Always huge queues, excruciatingly slow service, very mediocre food and facilities. Absolutely awful.

GO ELSEWHERE.

Absolutely appalling. Terminal 5 Heathrow Airport. Choice of 1 white wine 1red wine 1 beer all of which were awful. Only the food could match the utter disgust I have for this place. Total waste of money.

Visited the Plaza “Premium” lounge at Hong Kong airport and would never visit again. Lounge is overpriced, uncomfortable and noisy (constant music, refrigerators that sounded like cars). Food options were very poor and WIFI even worse. Not the "Premium" experience that should be expected by such a name. Better off in the general airport terminal!

Contacted customer service and they completely disregarded everything I said.

Be aware of their cacellation policy.
The fact that your flight landed at another concourse, and that it took at least 1 hour to get to their lounge and back for your next flight is not gounds for cancellation.
Customer services takes a long time to respond.

My family and I visited the Plaza Premium Lounge yesterday at Terminal 5 London Heathrow. When booking we were advised that there would be a reduced capacity due to COVID-19, however on arrival all the tables were close packed together and every space was taken. We waited until there was a space, however there was no one cleaning the tables. I had to ask a member of staff who was took some of the plates away, apologized saying it was due to lack of staff, then never returned to finish the job. The plates were taken away, no sign of anyone sterilizing tables, sides or handrails. The food was average at best and the cutlery was in a container were everyone reached into, rather than having a more hygienc method. The hot food was covered, however cold items had no cover with no spit guard. The toilets were all out of order, so you had to leave the lounge to use the toilet. We managed to get a table with the sofas, just before leaving so we could watch the planes, the sofas were not clean and under the seats it was filthy. This was our first holiday away as a family with our two year old and we’re so disappointed. Poor standards, even without the risk of COVID-19.

Very easy site, Very good prices, Very good selection of products, Very good postage price,well packaged arrived undamaged extremely good experience with this company have already made my next order

Booked Premium Plaza at Delhi International Airport - total waste of money on phone calls and booking.

On arrival, reception staff more interested in talking amongst themselves, borrowed a pen for which they disturbed us at 3am to retrieve as they had no other pen available to them, the room was damp and musty with an anti-mosquito device plugged in which was an irritant as it was rght next to the bed at face level.

No door on the bathroom so no privacy from the rest of the family and the bedding was not clean. Baby was crying at 6am and the staff knocked on the door and asked me to quieten the baby - as if my partner and I were not trying already!

For the price paid, I could have and should have paid another £30 and stayed at a 3 star hotel nearby from a reputable chain of hotels. When asking for refreshments, it was only available at the tea lounge which was inbetwene the other plaza lounge and they also wanted to charge entry per hour.

Avoid premium plaza lounge - rip off merchants providing lack of service and amenities for the prices charged. Book a cheap hotel outside the airport instead or just chill at costa coffee where yo will enjoy the money you spend!

We paid for three hours in the lounge at Hong Kong. There are only 12 lounge chairs - that is, armchairs. The rest are basically comfortable canteen chairs - great for eating but useless when trying to rest between flights. When, after an hour and a half wait we managed to grab a couple of lounge chairs, the cleaners decided to hoover the area - still no rest.

The food was limited but reasonable quality.

There was an unpleasant smell from the toilets in the lounge that their air fresheners and cleaning fluids could not mask.

We spent most of our time there watching people arrive and wander around looking for somewhere to sit and relax but unless they were one of the lucky 12 they were disappointed.

If you sat near the air conditioning it was blowing out cold air and most people were sat with coats on.

Unfriendly curt staff. Lots of tables with dirty glasses and plates. We found a clear table but lots of glass/can rings on it. Staff 'loitering' with no pride in the environment. Range of food poor. Range of inclusive drinks poor. They wanted a fiver for a glass of prosecco. We'd paid £70 for 2 of us. Definately one to avoid.